New Ticket Idle for Two Hours (RMM customer - not help desk)

New Ticket Idle for Two Hours (RMM customer - not help desk)

When a ticket from an RMM customer is new and no one has addressed it at all, after two hours, everyone will receive a notification in their Slackbot channel.

If you have time and you see it come in, you can reach out to the client. You should “call” the ticket in the #all_ggit channel.

Keep in mind, since this applies to non-help desk customers, we don’t need to resolve the ticket right away. But we do like to acknowledge the request by reaching out to the user within a couple of hours to at least offer to schedule time. If you have time to handle the ticket without interrupting your other workflows, then you can do that.





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